Customer Fixed Issues and Known Issues Sierra SP1

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Customer Fixed Issues

This section describes the issues reported by the customers and their fixes in the release, Sierra SP1.

#

Issue

Resolution

62827

The Incident Closed and Feedback Required e-mail notifications were not triggering for the default CC recipient. This issue was occurring when an Incident was auto-closed.

Prerequisites:

Log into the Application.
Select User profile > Edit Profile.
On the MY PROFILE pop-up page, click View Address Book and enter the name of the desired user in the User Name.

Note: A different user is configured for default CC in the User Profile.
Example: For user A, any user other than user A can be configured for default CC.
Enable the Is Default CC check box. Click SUBMIT.
Select Admin > Basic > Infrastructure > Tenant.
On the FILTERS pop-up page, select a Domain. Click SUBMIT.
On the TENANT page, open a Tenant and click CONFIGURE DETAILS under ACTIONS
On the TENANT details page, select INCIDENT MANAGEMENT under MODULES.
Select Auto in the Incident Closing Mode field and enter a value in the Auto Close Days field under the INCIDENT CLOSURE section on the GENERAL.
Select Incident > User > New Incident. or select Incident > User > Manage Incidents > New Incident for User.
On the New Incident page, select the same Tenant under the Tenant list for which Incident Closing Mode is set to Auto. Specify the details and click Or
On the New Incident For User page, select the same Tenant under Tenant drop-down for which Incident Closing Mode is set to Auto. Specify the details and click SUBMIT.
Make sure the that IM Auto Close Incident job is configured and running.

Bug Reproduction Step:

Log into the Application as a user for whom there exists another user as a default CC.
Select Incident > Incident List. Open the same Incident.
Move the Incident to Resolved Status by filling data in all the mandatory fields.
The Incident Closed or Feedback Required e-mail for the Closed Status is triggered when the Incident is auto-closed.
The Incident Closed and Feedback Required notifications are triggered only to the user and not to the default CC recipient.

Now, even for the auto-closed Incidents, the default CC recipient is receiving the Incident Closed and Feedback Required e-mail notifications.

Known Issues

This section describes the known issues detected by the SummitAI Dev and QA team in the release, Sierra SP1.

Issue
On the IMPORT ASSET and ADD ASSET pages, the users can add multiple Assets with same Serial No., although, Serial No. is a unique field for Assets. This issue is found if Maker/Checker configuration is enabled. For example, a user added an Asset with Serial No. 123 and is pending for Checker’s approval. The user is able to add another Asset with same Serial No. 123. And send for Checker’s approval. The Checker is also able to approve two Assets with same Serial Number on the MAKER-CHECKER ASSET-APPROVAL page. Bug Reproduction Steps: Select Asset > User > Manage Asset > Import > Import Asset. On the IMPORT ASSET page, under GENERAL tab, select the required options and upload the updated Asset Import Template. Click SUBMIT. Select the sheet to import the Assets. Click the Mapping tab and select the required options if not already selected. Click Next. Click the Preview tab and select the store where you want to import the Assets from the Store list. Click IMPORT ASSETS TO QUEUE on the ACTIONS panel. Alternatively (Steps 1-5), select Asset > User > Manage Assets > Asset Inventory. On the ASSET INVENTORY page, click FIXED. On the ACTIONS panel, click ADD. On the ADD ASSET page, specify the required information and click SUBMIT. Add two Assets with same Serial Number. The Application allows to import or add two Asset with same Serial Number. Select Asset > User > Manage Assets > Approvals > Maker Checker Approval . On the MAKER-CHECKER ASSET-APPROVAL page, click Filters on the ACTIONS panel. Select the Tenant. Select the Transaction Type as Add to view the list of requests from the Maker. The Assets with duplicate Serial Number are displayed. Click APPROVE on the ACTIONS panel. On the APPROVE pop-up page, select the Approval Status as Approved. (Bug#67236)
The previous Asset transaction details are not displayed under the Previous Transaction drop-down list on the PREVIOUS IMPORT DETAILS page (Asset > User > Manage Assets > Import > Import Asset > Specify all the details > Click SUBMIT), even though the Assets are approved by the Checker on the MAKER-CHECKER ASSET-APPROVAL page (Asset > User > Manage Assets > Approvals > Maker Checker Approval > Click Filters on the ACTIONS panel > Specify the filter criteria to view the list of requests from the Maker > Select the Assets that you want to approve under the LIST section > Click APPROVE on the ACTIONS panel > Select the Approval Status as Approved.) This issue is found when the Asset Maker Checker Configurations is enabled. (Bug#67240)
Prerequisites: Configure a Major Incident without selecting any Conference Bridge Type, Twilio or WebEx, for Conference Calls. Select an Incident as a Major Incident by clicking on the Major Incident check box on the MAJOR INCIDENT pop-up page. The following issues are observed if the above conditions are met: On the MAJOR INCIDENT pop-up page, the value for Configuration Bridge Type field is cleared after refreshing the page if Twilio is selected as the Conference Bridge Type for that Major Incident. After clicking the START CONFERENCE button, the meeting starts and an information message, “The WebEx meeting creation is in progress.”, is displayed even if the Conference Bridge Type is selected as Twilio. Further, if user re-selects the Conference Bridge Type as WebEx and submits the page, the value for the Conference Bridge Type field is again auto-changed to Twilio. (Bug#67290)
On the SERVER DETAILS pop-up page for a Linux Server (Operations > User > Views > Server View > Click Filters and Specify required data > Click Submit > Select a Linux Server > Click on Performance tab), on clicking the Performance tab after 12:00 AM, an error message is displayed. (Bug#67261)
On the ADMIN DETAILS page (Admin > Advanced > Password Management > Administrator > Click ADD NEW on the ACTIONS panel > Specify all the details > Click SUBMIT > Select the Domain Name on the LIST page), the Password field is not displaying the GUID or Encrypted ID of the password and the field is empty. This issue is found when the user is logging into the SummitAI application using Microsoft Internet Explorer browser.
On the Incident Management FORM BUILDER page (Admin > FORM BUILDER > Select a Tenant > Select Module as Incident Management > Click Add on Actions panel> Select Display At as Additional Information or General Area or TFS Area > Click Next), when a user configures single Parent and multiple Child using Common Master, the collective values of both Child 1 and Child 2 are displayed in Child 1 and Child 2 drop-down lists.
On the Service Request Management FORM BUILDER page (Admin > FORM BUILDER > Select a Tenant > Select Module as Service Request > Click Add on Actions panel> Select Display At as Additional Information or General Area or TFS Area > Click Next), when a user configures single Parent and Multiple Child using Common Master, the collective values of both Child 1 and Child 2 are displayed in Child 1 and Child 2 drop-down lists.
The configured Bulletin Board (Admin > Advanced > Notifications > Bulletin Board > Select the Tenant > Click ADD NEW to configure the Bulletin details > Click SUBMIT) is displayed on the END USER DASHBOARD page even if the user does not have access to the selected Tenant and Domain.
Overlapping of content is observed on the Pagination bar of all the pages having high amount of data (typically in the range of 5 digits).
Broken image of the logo is displayed in the application when the logo image is deleted from the APPLICATION SETTINGS page (Admin > Basic > Infrastructure > Application Settings). Workaround: The users need to re-login to the SummitAI application after deleting the logo.
On the AUTO-RESOLUTION SERVICE REQUEST CONFIGURATION and AUTO-RESOLUTION INCIDENT CONFIGURATION page (Admin > Basic > Infrastructure > Tenant > Select Domain > Select Tenant which is configured with Service Request/ Incident Management module > Click CONFIGURE DETAILS on the ACTIONS panel > Under the For End Users tab, select a reason form the Enable Reminder to Callers for Pending Reasons drop-down list > Enable Auto-Resolve Service Requests/ Auto-Resolve Incidents check box > Click Set Fields for Auto-Resolving Service Requests/ Set Fields for Auto-Resolving Incidents link), the users can set the auto-resolution criteria by specifying only white space (not numbers and alphabets) in the Response SLA Reason, Resolution SLA Reason, and Solution fields.
The following issues are observed in BI Custom Reports: When a user downloads the report (in any format), the data is displayed with hyperlinks. When a user places the mouse cursor on the count link, the tooltip is displayed as [Object Object]. In the exported report, report name is displayed with '+' instead of space.
The Change Record is not created when the CR Requester and Customer Approver are same. This issue occurs even though Do Not allow Customer Approval of CR check box is selected on the Change Management TENANT configuration page. This issue occurs only for the first time when the Tenant is configured. Workaround: The Administrator needs to unselect and again select the Do Not allow Customer Approval of CR on the Change Management TENANT configuration page (Admin > Basic > Infrastructure > Tenant > Select the respective Tenant for which this issue is occurring > Click CONFIGURE DETAILS on the ACTIONS panel > Enable Do Not allow Customer Approval of CR check box and click SUBMIT > Clear Do Not allow Customer Approval of CR check box and then click SUBMIT, again).
The new SLA Value of an Incident is not displayed on the CHANGE HISTORY pop-up page (Incident > User > Manage Incidents > Incident List > Select the required Incident ID from the list > Click CHANGE HISTORY on the ACTIONS to view the change history of the selected Incident) when an incident is moved from New status to In-Progress using Notification Services.
The Pending Reason of an incident is still displayed on the CHANGE HISTORY pop-up page (Incident > User > Manage Incidents > Incident List > Select the required Incident ID from the list > Click CHANGE HISTORY on the ACTIONS to view the change history of the selected Incident), when an Orchestration Script fails and the respective Incident is moved back from Pending to In-Progress.
The notification e-mails related to escalation and jobs are triggered only in English language irrespective of the configured language on the NOTIFICATION TEMPLATE page for all the modules (Admin> Advanced> Notification> Notification Template> Select a Tenant > Click ADD NEW > Specify all the required fields > Click SUBMIT).

Customer Fixed Issues and Known Issues Sierra SP1